How Communication Saved My Business After a Flood
by JoLea Conn, All*Star Storage

When our facility flooded several years ago, more than 300 units were affected. Although I had not been through this type of natural disaster, I knew that communicating with customers was the most important thing I could do, especially in the beginning. I contacted tenants through email, text, phone calls and even social media, and was available through all those channels as well. I sent updates regularly and answered any questions and concerns throughout the entire process.

We have web-based management software, so I was able to work offsite from anywhere I could get Internet access. I also carried our hard files in boxes around with me in my vehicle just in case customers needed any information while we were not able to have a physical presence in our office due to damage from the storm.

Everyone was extremely anxious and understandably on edge, and just being able to communicate with me in some form or fashion was a huge relief for most of my tenants. Only a portion of the facility flooded, so some tenants received good news that their belongings were high and dry. It was a nice to be able to sprinkle some good news in with all of the bad. I sent out mass communications about which units were affected, but some wanted that extra confirmation which I was able to provide in a private conversation.

Another huge project was contacting all those who needed to clear out their units but had not responded to the mass communications. In general, contact information changes all the time, so occasionally we had to call emergency contacts and access rights contacts to help track people down.

We also had to keep crystal clear documentation during this whole process—it would have been utter chaos if we had not taken the time to do this. We kept track of who came to clear out their unit, who was finished, who was still removing items, who had transferred and into a different unit, who would be returning and who would not be returning. We had to get our bills paid and take payments from those who were not affected, all while not being able to work in our office. We finally decided to set up a temporary office outside our front door so that we could be available to answer questions and give guidance.

We were completely cleaned up and damage-free within six weeks. We were extremely lucky to be able to move back into our office and return to normal fairly quickly. Just as with most things in life, communication was our saving grace, and it could be yours, too, especially during a crisis or natural disaster such as a hurricane, flood, fire, tornado, etc. Put in the effort and do it right, and it will end up saving you time and money.

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